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How can the supplier be made to honor the warranty?
A year ago I bought a mobile phone through eBay from the seller (seller with 99% positive feedback).
The phone has stopped working (it turns off and won’t turn back on), I’ve tried to get in touch with the seller, since the phone has a 2-year warranty, but he doesn’t respond (I’ve been waiting for two months and writing to the seller weekly with no reply).
Because of this, I contacted eBay to file a complaint, but they don’t help either because the days they give as warranty have passed (I think it was 180 days).
Does anyone know how to get the seller to honor the warranty?
If eBay isn’t able to help with a problem with a seller with 99% positive ratings, who is going to buy devices/appliances on eBay in the future that have a warranty when no one takes responsibility?
I’ve already learned my lesson.
alvaro@ebay
We’re sorry to read what you’re commenting.
Unfortunately, as we explained above, on eBay we would not have any possibility of helping you regarding the warranty of a product you bought so long ago.
Normally, if a seller offers a warranty on the product, it will be indicated in the listing, and we would advise clarifying any doubts about it before completing the purchase, since as we do not sell the items directly, on eBay we would not have further options in this regard, beyond being able to offer protection if the item is defective, and you open a return request within 30 days of the delivery date.
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jorgesua20
OP1 year agoIf you look at the supplier's ads, as well as a message they left me, you can see that the warranty is 2 years.
If eBay does nothing on purchases over 30 days, I think no one is going to buy products on the platform that have a longer warranty.
I am not referring to eBay covering the cost (since the buyer's 30-day guarantee period has passed), but I can't believe that eBay can't help enforce the seller's obligations. I repeat what I said earlier: it is a seller with 99% positive reviews (which is why I was encouraged to buy the device), and who is surely not interested in stopping selling on the platform; if nothing is done to pressure these sellers to comply with their obligations (when this is a clear example of non-compliance, as can be seen in the messages and in their product ads), I think the platform will gradually decline in the sale of these devices.
Best regards.
alvaro@ebay
Hello,
We're sorry to hear what happened.
The eBay Customer Guarantee, will cover you if your item arrives defective or damaged, or is different from what was stated in the listing. If this is the case, you can open a return request, as long as no more than 30 days have passed since you received the item
If that purchase is outside this time period, it is likely that you won't be able to open the case, and in that case we would recommend contacting the seller to sort it out directly with them, and also trying to contact the manufacturer.
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This space is for comments and help from "User to User"; in this channel, we won't be able to provide full Customer Service assistance. To access our help channels, you can go to our Help Pages where you can select a topic and find information to use our Self-Service links or at the bottom of each page, you can see the link to contact our customer service channels
jorgesua20
OP1 year agoThe purchase was made a year ago, but the product has a two-year warranty (so it is still within that period).
I have tried to get in touch with the seller (who does not respond to messages), with the manufacturer (who tells me they cannot take responsibility because it is a product from outside Europe), and with eBay.
I understand that eBay’s 30-day warranty period has passed and they cannot take responsibility for the product, but I believe they could do much more than they are doing.
I have submitted a complaint about the seller to eBay with the emails sent by me (where the seller’s lack of response can be seen), and this is a seller with 99% positive feedback. I don’t believe that eBay cannot make a seller comply with their obligations when it is surely in every way in their interest to keep selling through the platform because of the number of sales they make.
As a customer, I feel disappointed with eBay, because I don’t believe they cannot do anything as they say, and it is very likely that I will not buy through the platform again.
Regards.